Freshchat experienced a minor incident on March 16, 2026 affecting Channels and Channels and 1 more component, lasting 5h 40m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Mar 16, 2026, 10:57 AM UTC
We are currently experiencing an issue with the Microsoft Graph API, which is impacting the processing of incoming emails and may cause delays or disruptions. This issue specifically affects customers using Graph-based custom mailboxes.
- investigating Mar 16, 2026, 01:00 PM UTC
Our team is actively monitoring the situation and working with the provider to restore normal functionality. We will share further updates as more information becomes available.
- investigating Mar 16, 2026, 03:00 PM UTC
We’re seeing signs of recovery, and only a small number of customers may still be experiencing issues. Our team is working on this with top priority, and we’ll keep you updated as we make progress.
- resolved Mar 16, 2026, 04:37 PM UTC
The issue with incoming emails caused by the Microsoft Graph API has been resolved. Microsoft has confirmed the root cause was an issue on their end, and email processing is now functioning normally.